Customer Success Manager

1 week ago

Bucharest, Bucureşti, Romania IDEMIA Full time €40,000 - €60,000 per year

Job Description
Purpose
This role provides customer relationship and project management and is responsible for the day-to-day management of key client projects.

Key Missions
Customer Management on Run aspects

  • Coordination with customer and all operational stakeholders (IDEMIA and potential 3rd parties)
  • Reporting inside IDEMIA and with customer about RUN activities and progress
  • Operational and commercial alignment with BU
  • Live customer contract knowledge and execution ownership
  • Incidents follow-up and compliance with support KPIs
  • Coordination with necessary resources for troubleshooting
  • Customer activity KPIs review & communication. Identification of improvement actions when needed
  • Crisis Management
  • Third party management : PO & invoicing, follow up 3rd party KPIs, prepare and conduct operational meetings
  • Customer escalation :
  • Proactively identify and raise alerts internally before customer escalation
  • Escalate issues to the proper level for speedy resolution

Scope management & CR Identification (Run)

  • Service delivery in line with contractual SLA
  • Scope change identification in line with BU
  • Service Request management

Customer Satisfaction management during Run phase
Transfer To Support

  • Accountability on Transfer To Support success execution

Financial Management (Run)

  • Run business sustainability monitoring on a customer level
  • Forecast, monitor and control RUN costs
  • Transaction capture
  • Customer business/activity trend anticipation & communication
  • Plan and trigger timely customer invoicing
  • Change identification – proactivity to promote CR with margins within company's limits

Customer Relationship management

  • Develop good rapport with Key Customer Managers
  • Identification and delivery of value additions to customer regularly

Profile & Other Information
EXPERIENCE / BACKGROUND

  • At least 5-8 years work experience in project management in solution delivery
  • The position requires strong background and experience in solution, integration and deployment, customer expectation management and collaboration with build, run and architect teams.

Industry Skills

  • IT Background: High level understanding of IT/Solutions Architecture
  • Experience with industry standard software development and service management methodologies.

Soft Skills

  • Proficient in spoken and written in both English and French (CSM will need to interface with French speaking clients), , other languages are a plus
  • Problem solving attitude/tools/techniques
  • Ability to read, analyze and interpret business agreements and technical specifications
  • Ability to write reports, business correspondence, and procedure manuals
  • Excellent social or interpersonal skills,
  • Good leadership skills
  • Proficient in Microsoft Office and Microsoft Project
  • PMP, Agile, ITIL, Six Sigma or equivalent certified is a plus
  • Multi-tasking skills
  • Assertiveness
  • Extensive product and industry knowledge
  • Negotiation skills
  • Excellent communication skills
  • Ability to work both independently and in a team environment.

EDUCATION / CERTIFICATION

  • Bachelor's degree of IT related courses like Computer Engineering, ECE Computer Science, IT from credible college or university;
  • Project Management Certifications (PMP or Prince 2) is a plus
  • ITIL certification is a plus

  • Customer Success Manager

    1 week ago

    Bucharest, Bucureşti, Romania Armis Full time

    Armis,the cyber exposure management & security company, protects the entire attack surface and manages an organization's cyber risk exposure in real time. In a rapidly evolving, perimeter-less world, Armis ensures that organizations continuouslysee,protectandmanageall critical assets - from theground to the cloud. Armis secures Fortune 100, 200 and 500...

  • Customer Success Manager

    6 days ago

    Bucharest, Bucureşti, Romania Armis Security Full time

    Armis, the cyber exposure management & security company, protects the entire attack surface and manages an organization's cyber risk exposure in real time. In a rapidly evolving, perimeter-less world, Armis ensures that organizations continuously see, protect and manage all critical assets - from the ground to the cloud. Armis secures Fortune 100, 200 and...

  • Customer Success Manager

    6 days ago

    Bucharest, Bucureşti, Romania armis Full time

    Armis, the cyber exposure management & security company, protects the entire attack surface and manages an organization's cyber risk exposure in real time. In a rapidly evolving, perimeter-less world, Armis ensures that organizations continuously see, protect and manage all critical assets - from the ground to the cloud. Armis secures Fortune 100, 200 and...

  • Customer Success Manager

    1 week ago

    Bucharest, Bucureşti, Romania SmartDreamers Full time 30,000 - 60,000 per year

    At SmartDreamers, we're building the next generation of talent software - making the connection between candidates and companies simpler, smarter, and better. We are dreamers with a plan: to build the best recruitment marketing software in the world.Global leaders like L'Oréal, Infosys, bp, Genpact, Givaudan, Johnson Controls, and many others trust our...

  • Customer Success Account Manager

    2 hours ago

    Bucharest, Bucureşti, Romania Veeam Software Full time

    Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their...

  • Customer Success Account Manager

    2 hours ago

    Bucharest, Bucureşti, Romania Veeam Software Full time

    Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their...

  • Technical Customer Success Manager

    6 days ago

    Bucharest, Bucureşti, Romania coverletter Full time

    Client: A leading cybersecurity company provides real-time cyber risk management and full attack surface protection across cloud and on-prem environments. It supports major enterprises and government entities in securing critical infrastructure and operations.Contract: UndeterminedLocation: This will be an Office-based role in Bucharest (2-3 days a week)We...

  • Customer success Account Manager

    1 week ago

    Bucharest, Bucureşti, Romania Scality Full time 30,000 - 60,000 per year

    About Scality:Scality solves organisations' biggest data storage challenges: growth, security, performance, and cost. Designed for end-to-end cyber resilience, only Scality S3 object storage with CORE5 safeguards data at every level of the system, from API to architecture. Its patented MultiScale Architecture enables limitless, independent scalability in all...

  • Customer success Account Manager

    6 days ago

    Bucharest, Bucureşti, Romania Scality Full time €50,000 - €110,000 per year

    About Scality:  Scality solves organisations' biggest data storage challenges: growth, security, performance, and cost. Designed for end-to-end cyber resilience, only Scality S3 object storage with CORE5 safeguards data at every level of the system, from API to architecture. Its patented MultiScale Architecture enables limitless, independent scalability...

  • Associate Customer Success Manager

    2 hours ago

    Bucharest, Bucureşti, Romania N-Able Full time

    Why N-able:At N-able, we're not just helping businesses be secure —we're redefining what it means to be cyber resilient. Our end-to-end platform blends AI-powered capabilities and flexible tech stacks, so customers can manage, secure, and recover with confidence. But the real power behind it all? Our people. We're a global crew of N-ablites, who love...